InsiderCX helps ADG elevate patient experience from first contact to full recovery.

InsiderCX helps ADG elevate patient experience from first contact to full recovery.

Going beyond the clinic to perfect the entire patient journey

With over 500 professionals, 90 cutting-edge dental offices, and more than 200 specialists across all dental disciplines, ADG has long been committed to delivering outstanding in-clinic care. But they recognized that a truly seamless patient experience extends beyond the treatment room.

From the moment a patient expresses interest to the completion of their treatment, multiple touchpoints shape their journey — initial inquiries, travel arrangements, accommodations, and post-treatment follow-ups.

ADG quickly realized that the need a scalable, digital feedback collection system to ensure that every interaction, from start to finish, matches the same high standards as their in-clinic care.

The solution — a data-driven approach to patient experience

To refine every step of the patient journey, ADG worked with InsiderCX to implement a holistic patient feedback and experience management system, gaining deeper insights into all aspects of the patient’s experience. 

Key enhancements included:

  • Expanding feedback beyond the clinic: ADG began capturing patient sentiment not just post-treatment but at every critical touchpoint — including booking interactions, accommodation, travel logistics, and transportation to clinics. This allowed them to refine processes and ensure smooth experiences across all locations.
  • Understanding patient decisions: Structured feedback from potential patients who didn’t proceed with treatment provided valuable insights into the factors influencing decision-making — helping ADG fine-tune communication, support, and outreach strategies.
  • Multilingual surveys & back-translations: With patients coming from 50+ countries, ADG made sure every voice was heard by implementing multilingual surveys with back-translation. This guaranteed an accurate understanding of patient expectations, regardless of language or cultural background.
  • Seamless coordination with service partners: Whether working with booking agencies, transport providers, or accommodation partners, ADG used survey-driven insights to align external services with their own high standards. This gave them greater control over every partner in the patient journey.
  • Proactive online reputation management: Automated alerts enabled ADG to instantly act on patient feedback, before it ever became a public concern. Negative experiences were flagged and addressed in real time, while positive feedback was seamlessly channeled to online review platforms.
  • Call center optimization & SLA compliance: Integrated ticketing and patient insights mean that call center teams get real-time access to key information, ensuring more efficient communication. This reduced time spent on troubleshooting and follow-ups, while also improving adherence to SLAs.

The results: a fully connected & elevated patient experience

With over 6,000 patient feedback surveys collected, ADG has transformed insights into action, making refinements across the entire patient journey. 

These enhancements have:

  • Elevated satisfaction scores related to booking, travel, and accommodation.
  • Strengthened patient engagement, reducing drop-off rates through improved communication.
  • Streamlined partner collaboration, ensuring external services meet ADG’s gold standard.
  • Optimized post-treatment follow-ups, aligning with the fact that 53.8% of medical travelers prioritize continuous care after treatment.

As part of their ongoing commitment to patient-centric care, ADG is now rolling out InsiderCX’s Outcome Booster, reinforcing patient engagement between treatments — ensuring better adherence to therapy plans and improved long-term outcomes.

ADG continues to set the benchmark for excellence in dental care through extending their already outstanding patient experience beyond the clinic, proving that a world-class patient journey must be seamless, personalized, and perfected from start to finish.

Using InsiderCX gave us a central overview of the patient experience across 7 locations.

Ivana Murati Petrović
Ivana Murati Petrović
COO

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